Apply For The CCXP

The CCXP Application Process

The Certified Customer Experience Professional (CCXP) credential is the marker of a committed customer experience professional who has demonstrated the wide range of knowledge essential to manage the customer experience in today’s challenging environment.

The CCXP credential demonstrates that a professional has the experience, education, and competence to lead and direct customer experience strategy, programs, and projects. Candidates for these credentials are looking to distinguish themselves in the workforce, validate their skills, stand out to employers, and maximize their earning potential.

If this describes you, we invite you to apply to test for this world-wide distinction. Start your personal journey to becoming a CCXP today!

To learn more about the level of detail the review committee would like to see in your application narrative, please download the CCXP Application Instruction Guide and Sample Application

Steps to Obtaining Your CCXP Certification

Step One: Determine Your Eligibility

Determine your eligibility. You may apply for the CCXP once you have determined you meet the eligibility requirements using one of two paths.

Read more about the eligibility requirements »

Additionally, read through the Exam Blueprint to see how it relates to the experience you currently possess. It is recommended that you use the exam blueprint as a guideline for submitting your application. We suggest writing paragraphs for each of the core competency areas that demonstrate how you have used the knowledge, skills, and abilities listed to assist your organization/clients.

Step Two: Submit Your Application and Pay Fees

APPLY FOR THE EXAM

The CCXP exam is offered throughout the year via computer-based testing at one of over 900 testing centers worldwide. Additionally, you are able to take the exam by way of remote proctor online from the safety and comfort of your home or office. Once approved, you'll have the opportunity to register for your exam and scheduled a date that fits well with your schedule and allows you time to prepare. 

  • Submit your application (you will be taken to the new account portal, please log in or create a new account to access the online application from the CCXP Menu at the top of the page). Please include details about your education and work history. Be sure to demonstrate how you have used the knowledge, skills, and abilities of each of the core competency areas to help your customers, clients, and/or organization. Please provide as many examples as possible. It is also helpful if you list any actions taken and the outcomes of those actions in your application. You may download the CCXP Application Instruction Guide and Sample Application to use while completing your application. 

  • Pay Exam Fee (application cannot be reviewed for approval without payment):
    • Member or Non-member of CXPA? Use this link.
    • Want to become a member and get member pricing? Join now and choose the CCXP Application, Exam, + One Year Individual Membership Fee option using this link

You will receive email notifications throughout the process once you submit your application. Please allow up to 15 business days to receive a status update on your application. Business days in the United States are defined as Monday - Friday, 10:00 AM - 4:00 PM. Offices are closed Saturday and Sunday. An application will be considered incomplete if the exam fee has not been paid, the application is not completely filled out, or if insufficient information is provided.

SPECIAL ACCOMMODATIONS

The CCXP program is committed to ensuring equitable treatment for those with a disability and/or other condition(s) that may impair their ability to take the examination. Applicants must request an exam accommodation by submitting an Accommodation Request Form and any requested supporting documentation. Reasonable efforts will be made to accommodate eligible candidates who provide documented evidence of their disability or need for special arrangements. Please email ccxpsupport@cxpa.org to request the Accommodation Request Form. PLEASE NOTE: Your Accommodation request should be requested at the same time you submit your CCXP Application. The request must be returned for review and approved before we can pre-register you to receive the credentials to schedule your exam. Once pre-registered, a Prometric/ISO Quality Testing team member will reach out to you to help schedule your exam. 

Step Three: Schedule Your Exam

EXAM REGISTRATION PROCESS

Upon application approval, candidates will receive an email establishing a six-month exam eligibility period during which the candidate may take the exam up to three times. (The first examination is included in the Certification Application and Examination Fee; additional examination attempts incur a retake fee of $199.00 (U.S. Dollars) for CXPA members and $349.00 (U.S. Dollars) for non-members.) If an individual has not earned the CCXP by the end of the eligibility period, the application expires, and the candidate will need to begin the process again, paying the appropriate fees at the time of reapplication.

Applicants who are approved to take the exam will receive an email with their exam registration portal login credentials from registrations@isoqualitytesting.com, along with instructions on registering for the certification exam. Applicants may then go online to select the day, time and delivery method (in-person testing center or remote proctor) to sit for the exam.

The CCXP examination is a computer-based test (CBT). Certification exams are administered throughout the year by Prometric/ISO Quality Testing through approximately 900 sites throughout the world. Prometric in-person testing centers are open Monday through Friday during normal business hours, and many offer weekend and evening hours. You may search for the closest Prometric/ISO Quality Testing in-person testing locations online.

The exam is also administered by way of remote proctor and can be taken in the safety and comfort of your home or office if you meet the necessary technology and exam environment requirements. Please review the requirements that need to be met to take the exam by way of remote proctor on here.

After registering for the exam, candidates will receive an emailed confirmation letter, which confirms the exam delivery method (in-person test center or remote proctor), date and time of the scheduled exam, examinee ID and passcode, as well as other important information about the exam administration process. This confirmation letter is a vital document which you will be required to have printed as you sit for the exam, so please keep it safe and know that an electronic confirmation letter saved on your phone will not be accepted at the exam center or during the remote proctor session. If you misplace the email containing the confirmation letter or need help, please contact ccxpsupport@cxpa.org.

Step Four: Prepare for the Exam

PREPARE FOR THE EXAM

A variety of resources are available to help you build your subject-matter knowledge so you’re ready to take the exam.

  • Review the CCXP Candidate Handbook. Both contain information about the exam format, the six core competencies, and the exam blueprint.
  • The CXPA released an updated CCXP Resource Guide in 2020. Next update due in 2022. 
  • If you are currently a member of the CXPA, visit our CXPA Discussion Forum. The forum is rich in discussion about all areas of customer experience management. We encourage you to ask questions to get help and advice from your peers! Not a member? Join today to gain access to this and many other resources. 
  • CXPA has a wealth of Online CX Resources (CXPA Membership Required for access) from white papers to recorded webinars to help you explore areas in which you may need more education.
  • The CXPA has also compiled a list of Recognized Training Providers from whom you can take workshops online or in person, if a little extra help is needed. Additional fees may be required. 
  • Explore the Exam Blueprint for an outline of knowledge, skills, and abilities that will be tested for on the exam.
  • Join the Peer-to-Peer CCXP Preparation Community (Open to CXPA Members and Non-members)

Step Five: Take the Exam

EXAM FORMAT

The CCXP examination is a proctored, computer-based test (CBT), that is offered at either an in-person test center or via remote proctor from the comfort of your home or office. Learn more about the remote proctor option here.

Because it is critical that the CCXP certification is awarded only to qualified individuals, the testing protocol has been designed to help ensure a valid and secure examination outcome. Testing protocol is as follows:

  • The CCXP Certification Exam is closed-book.
  • No reference material is allowed in the examination site.
  • No electronic devices for the storage, display, or transmission of data, such as cell phones, personal digital assistants (PDAs), tablets, calculators, tape recorders, computers, or cameras are allowed in the examination site.
  • Candidates are absolutely prohibited from recording examination content in any format or medium.
  • Candidates who violate these rules will be asked to leave the site and may be disqualified from the exam as well as from future exams. The examination, answer sheets, worksheets and/or any other exam-related materials remain the sole and exclusive property of CXPA. These materials are confidential and are not available for review by any person or agency for any reason.

Currently, the certification examination is offered in English and French (Metropolitan French) only, and the time limit is three hours. When you finish the exam, you will receive your score and a printed or electronic pass/fail letter.

A tutorial is provided at the beginning of the exam so that candidates can become familiar with the software before beginning the exam. A demonstration of the software is also available as you prepare for the exam.

EXAM CONTENT

The CCXP examination is built around core competency areas, each of which includes specific job tasks. For these, key knowledge, skill, and ability areas were identified to serve as the basis for the exam questions. This detailed information is provided in the Exam Blueprint.

The certification exam consists of 100 items. All items are multiple-choice, with one correct answer and three incorrect options.

HOW IS THE TEST SCORED?

Your exam score is based on your total number of correct answers. You should answer all questions, as there is no penalty for guessing. Your performance on the test will be measured against a standard of knowledge that was predetermined using a criterion-referenced method. This standard is the basic level knowledge that can reasonably be expected of individuals with basic competence in customer experience. You will NOT be measured against the performance of the other individuals taking the test. This means that if everyone who takes the test meets the knowledge standard, everyone will pass.

The passing score for the CCXP exam was set by the CCXP Advisory Committee based on a recommendation from an international panel of experts representative of the profession. These experts reviewed each test question, evaluated the difficulty of the question, and made a judgment as to how a professional with basic competence would perform on the question. These judgments were analyzed statistically to determine the passing score. They used a mathematical formula derived from a modified Angoff method to perform this analysis. The passing score varies between 70% - 80% based on the difficulty of the selection of questions on which you were tested.

WHAT INFORMATION WILL I RECEIVE ABOUT MY SCORE?

The test is designed only to distinguish those who have the basic level of knowledge from those who do not. There is no evidence that someone who receives a very high score on the test will perform significantly better on the job than someone whose score falls exactly at the passing point. Therefore, if you pass the test, you will be informed only that you have successfully completed the credentialing process. You will NOT be notified of your actual score. If you do not achieve a passing score, you will be notified of your score and the minimum score required to pass and will receive a diagnostic report showing your performance in each content area. This information is provided to assist you in deciding whether to retake the test and how to plan your study efforts for future tests.

You will receive preliminary results immediately after you have finished writing the exam. Candidates who pass the exam are issued an electronic certificate of their CCXP designation, to the email address they provided, within 14 days of completing the exam and will be added to the CCXP Directory on the same day. They can begin using the title and marks associated with it immediately upon notification of achieving a passing score and earning the certification.

WHAT IF I DO NOT PASS?

The exam covers a broad range of topics related to customer experience, and some applicants will find the material too deep to successfully pass the exam on the first try. That’s OK! If you did not achieve a passing score, CCXP Staff will send you an electronic notification outlining final scores and next steps required to retake the exam. The exam results letter highlights areas to study, and when you’re ready, you may register and sit for the exam again during the exam eligibility period.

You may retake the CCXP examination up to three times within your six-month exam eligibility period The exam retake fee is $199.00 (U.S. Dollars) for CXPA members and $349.00 (U.S. Dollars) for non-members. You may pay the retake fee online; a link will be provided in a follow-up email in the event you do not receive a passing grade. Individuals who are not successful at passing the exam after three attempts will be required to begin the process again, including paying the certification application and exam fee in effect at the time of reapplication.

Step Six: Get Recognized

Congratulations, you're a CCXP! When you earn your CCXP, you'll be listed in our CCXP Directory as well as highlighted in an upcoming video shared on LinkedIN. You will also receive information about ways to leverage your CCXP. 

*If your first attempt was not successful, do not worry. You have two more attempts before your six-month exam eligibility window ends.

Step Seven: Maintain Your CCXP Credential

USING AND MAINTAINING THE CCXP CREDENTIAL

Candidates who obtain the CCXP certification, have earned an important credential that helps demonstrate they are a knowledgeable, validated professional. Upon receiving notification from the CCXP program, successful candidates may use the designation CCXP after their name and will receive a certificate designating the two-year period of certification, effective on the date that the certification examination was passed. Prior to the completion of the two-year period, a CCXP must complete the certification maintenance process to maintain the designation. Find out more about CCXP renewal requirements »

The CCXP will also post the names of certified individuals on our website in order to recognize their achievement and help employers and contractors locate certified CX professionals. If you prefer not to be listed in the directory of CCXPs for any reason, please notify us by emailing ccxpsupport@cxpa.org.

Page Updated October 2021